Manager General Station Master

Job Title: Manager General Station Master

Department: Station Operations

MTA Agency: Metro-North Railroad

Primary Location(s): Grand Central Station

Salary Range: $- $

Regulated/Safety Sensitive: General Safety Sensitive

Union Affiliation: Non-agreement

Closing Date: Until Filled

Shift: Various

Title 55-a (yes or no): Not Applicable

Other: Not Telework eligible

MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal. We provide service to over 86.5 million customers, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is one of the busiest commuter railroads in the nation. MTA Metro-North Railroad strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities for its employees.

Metro-North Railroad reserves the right to remove this posting before the Final date to receive applications.

Manage the day-to-day operations of the Grand Central Terminal (GCT) Station Master's Office (SMO) and all customer-facing station functions to ensure safe, efficient operations and exceptional customer service. Supervise agreement workforce employees, ensuring compliance with safety regulations, collective bargaining agreements, departmental procedures, and company policies. Monitor workforce performance, address operational issues, and promote accountability to achieve operational and service objectives. Serve as the primary liaison with Terminal Appearance and Ticket Sales to coordinate daily activities, support service continuity, and maintain a safe, clean, and welcoming terminal environment for customers and employees.

• Establish, implement, and oversee performance and service standards for the delivery of customer information and assistance through the Station Master's Office (SMO). Provide leadership and direction to front-line uniformed personnel, including Assistant Station Masters, Information Booth Clerks, Customer Service Ushers, and SMO Clerks, ensuring the consistent execution of customer-facing responsibilities and the delivery of exceptional customer service.
• Manage the Station Master's Office (SMO) response to special events, service disruptions, protests, schedule and track changes, and other operational priorities to ensure safe, efficient, and customer-focused operations. Monitor and control overtime to support operational and budgetary objectives. Coordinate with internal stakeholders, including the MTA Police Department (MTAPD), Grand Central Terminal Fire Brigade, and other departments, to effectively respond to incidents, demonstrations, service disruptions, and unplanned or unauthorized activities within the terminal.
• Coordinate with internal MTA departments and external stakeholders to address operational, safety, and customer service matters affecting the Grand Central Terminal (GCT) campus. Foster collaborative relationships with the Long Island Rail Road (LIRR), One Vanderbilt, JPMorgan Chase, neighboring businesses, and other partners to ensure effective communication, coordinated response, and operational continuity.
• Respond to customer inquiries, complaints, and suggestions, resolving issues in a timely and professional manner to promote a positive customer experience. Ensure front-line employees provide accurate, consistent, and timely information while delivering exceptional customer service.
• Serve as the primary liaison to Grand Central Terminal Appearance, ensuring GCT is maintained in a safe, clean, and presentable condition. Provide managerial oversight and operational support to the Terminal Appearance Unit during staffing shortages, employee absences, or vacant supervisory positions to ensure continuity of operations and service standards.
• Monitor Station Master's Office (SMO) operations to ensure all departmental databases and operational systems are accurately maintained and updated. Ensure Station Operations standards, procedures, and reporting requirements are consistently upheld through effective information management and system oversight.
• Select, develop, and motivate staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential.
• Serve as the liaison to the Ticket…